Head of Customer Contact - Repairs

Castlefield Recruitment are currently recruiting a ‘Head of Customer Contact – Repairs’ for a national housing association. This is a permanent role, paying £62,843 per annum, and is based from their office in Peterborough.

The role:

• Ensure that repairs are accurately recorded on the system and appropriate SOR codes are assigned to jobs to help facilitate high ‘First Time Fix levels’
• Responsible for efficient and effective running of the contact centre and linked communication channels ensuring KPIs are achieved
• Ensure all customer contact is accurately recorded on the system and maximise opportunities to effectively deal with customer enquiries first time and deliver a high standard of customer service
• Deliver high quality service and advice to support the local teams to deliver Repairs and Maintenance, Planned Maintenance, Compliance and Estate Services
• Manage available contractor resources to ensure that repairs are appropriately prioritised and appointment slots effectively utilised
• Lead recruitment and retention campaigns to resource the contact centre and provide appropriate training for all Customer Advisors
• Build effective relationships with maintenance contractors ensuring that any issues are resolved quickly and customer disruption is kept to a minimum

What you need:

• Experience of managing a Repairs and Maintenance service
• Experience of managing an omnichannel contact centre